IntelliSUITE – NEW!

With IntelliSUITE our newest enterprise workforce management solution, you can generate schedules, track actual hours worked, confirm hours worked for payroll, have an audit process for hours worked, and track time spent per task to gauge efficiency and effectiveness across your organization.

IntelliVIEW – NEW!

IntelliVIEW is Pipkins’ new mentoring and collaboration tool. It allows managers, supervisors and team members alike quick and easy ways to interact and communicate with each other, and it’s conveniently embedded inside your Pipkins’ workforce management suite.

IntelliTRACK – NEW!

Forget about the standard time clock apps you’ve used. Pipkins’ cloud-based IntelliTRACK is a time clock, a task tracker and more. And, it can be used by your entire workforce, including at-home and offsite workers.

WebAccess

WebAccess was created to improve communication and automate many routine tasks for agents and their supervisors. Streamlined communications and process automation are critical for organizations to enhance employee morale by providing the necessary tools to perform day-to-day tasks in fast, efficient ways.

Performance Management

Pipkins’ Spreadsheet Performance Management consolidates real-time performance data into customizable reporting and dashboards so you can get the actionable data you need to move the needle. The performance of agent, team, and group metrics can be quickly delivered to every level of organizations from the front office contact center to the back office by utilizing Key Performance Indicators (KPIs).

SwiftPik for iOS

Mobile Access

Mobile device support is now offered exclusively for Pipkins Vantage Point WebAccess module. This enhancement enables users equipped with smart phones or tablets to check agent status at a glance, modify schedules with a click while in meetings or off-site, send messages and notifications and view reports from hundreds of miles away.

Real-Time Adherence

If your agents are not adhering to the optimal schedules delivered by the workforce management system, this will contribute to lost time and higher costs, which hurt your bottom line. Real-Time Adherence is a key ingredient in managing your workforce and delivering industry standard KPIs, while improving your overall productivity.

@HomeVantage

Pipkins’ @HomeVantage gives organizations the ability to effectively manage their agents as the “Home Shoring” phenomenon continues to rapidly grow. Companies want to offer highly skilled employees a flexible work environment, making at-home scheduling even more important.

The difference between profit and loss can be a delicate balancing act. One area that can have a significant impact on a company’s bottom line is the contact center, often the first point of contact for customers. When the contact center runs smoothly, there is less chance for wasted expense and more chance for increased […]

St. Louis, Missouri – Pipkins, Inc., a leading supplier of workforce management (WFM) software and services to the contact center industry, is revising its logo and corporate colors, according to Dr. James Pipkins, President and CEO of Pipkins. “We are updating our corporate identity with a new logo and revised corporate colors,” said James Pipkins. […]

Juggling laws, regulations, union contracts, time zones, overtime pay, and phone coverage for call centers adds to the complications of anyone trying to develop a workload forecast and staff schedule. The complications multiple in a multi-channel contact center that also includes chat, email, text and social media channels. Let’s examine how just one day, election […]

In the contact center industry, like all personnel-intensive industries, workforce management (WFM) has become an ever increasing strategic focus for senior executives and entrepreneurs alike. Gains achieved through the efficient and effective management of your frontline staff (your contact center agents) can have a huge impact on your business, contributing to improved results across the […]

St. Louis, Missouri – Pipkins, Inc., a leading supplier of workforce management software/services to the contact center industry, has begun migrating its ticketing system over to Autotask®, according to Dr. James Pipkins, President and CEO of Pipkins. “This change in our ticketing system will help us improve response time and make the process of submitting […]

Note: Part One of this Two-Part Series covered Features #1 through #5 of the “11 Key Features You Should Look for in Any WFM Solution”. The topics covered included: Hosted, Premise-Based and Mobile WFM Performance Management Forecasting and Scheduling Intraday Management Real-Time Adherence Click here to go to Part One if you haven’t already read […]

A fully integrated Workforce Management (WFM) Solution gives your agents, their immediate supervisors and your entire management team the complete set of tools they need to perform their jobs to the best of their abilities. Workforce Management is the set of processes (manual, automated or a combination of both) that an organization uses to maximize […]

There are numerous examples of products that are attractive on the outside but inadequate on the inside. Functionality can be compromised for the sake of appearance and the consumer is left with a product that does not deliver on its promises. Technology is no exception. When consumers opt for visual appeal over functionality, the results […]

Let’s face it – marketing and advertising drive sales in most industries. Experts assert that on average, companies allocate approximately 7% of revenues for marketing initiatives. Competition is tough and many companies rely on marketing and advertising to deliver their message rather than positive results from their products. It was predicted that in 2014 total media ad spending […]

FREMONT, CA –October 14, 2015 – CIOReview (www.cioreview.com) has chosen; Pipkins (pipkins.com) for its 20 Most Promising Contact Center Solution Providers 2015. The positioning is based on evaluation of Pipkins real-time performance data, customizable reporting and dashboards to derive actionable results. The annual list of companies is selected by a panel of experts and members of […]

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IntelliSUITE – NEW!

With IntelliSUITE our newest enterprise workforce management solution, you can generate schedules, track actual hours worked, confirm hours worked for payroll, have an audit process for hours worked, and track time spent per task to gauge efficiency and effectiveness across your organization.

IntelliVIEW – NEW!

IntelliVIEW is Pipkins’ new mentoring and collaboration tool. It allows managers, supervisors and team members alike quick and easy ways to interact and communicate with each other, and it’s conveniently embedded inside your Pipkins’ workforce management suite.

IntelliTRACK – NEW!

Forget about the standard time clock apps you’ve used. Pipkins’ cloud-based IntelliTRACK is a time clock, a task tracker and more. And, it can be used by your entire workforce, including at-home and offsite workers.

WebAccess

WebAccess was created to improve communication and automate many routine tasks for agents and their supervisors. Streamlined communications and process automation are critical for organizations to enhance employee morale by providing the necessary tools to perform day-to-day tasks in fast, efficient ways.

Performance Management

Pipkins’ Spreadsheet Performance Management consolidates real-time performance data into customizable reporting and dashboards so you can get the actionable data you need to move the needle. The performance of agent, team, and group metrics can be quickly delivered to every level of organizations from the front office contact center to the back office by utilizing Key Performance Indicators (KPIs).

SwiftPik for iOS

Mobile Access

Mobile device support is now offered exclusively for Pipkins Vantage Point WebAccess module. This enhancement enables users equipped with smart phones or tablets to check agent status at a glance, modify schedules with a click while in meetings or off-site, send messages and notifications and view reports from hundreds of miles away.

Real-Time Adherence

If your agents are not adhering to the optimal schedules delivered by the workforce management system, this will contribute to lost time and higher costs, which hurt your bottom line. Real-Time Adherence is a key ingredient in managing your workforce and delivering industry standard KPIs, while improving your overall productivity.

@HomeVantage

Pipkins’ @HomeVantage gives organizations the ability to effectively manage their agents as the “Home Shoring” phenomenon continues to rapidly grow. Companies want to offer highly skilled employees a flexible work environment, making at-home scheduling even more important.